Senior Manager, Retail Operations and Performance

At Richemont Americas, we aspire to reflect the ever-changing world around us. We are proud to employ talent from many different backgrounds, experiences, and identities to build a continually evolving, inclusive community where the diversity of our colleagues and clients is rich and celebrated. We believe when inclusion is fully embraced and empowered, creativity and knowledge emerge to deliver excellence, advancing the community that is uniquely Richemont Americas.

Senior Manager, Retail Performance and Operations

ALAIA | New York

Reports to: Brand President, Americas

Role Overview

The Senior Manager, Retail Performance and Operations is a pivotal role responsible for driving sales and customer service excellence through a combination of strategic performance analysis and robust operational management. This individual will oversee retail network-wide daily operations, including maintenance, inventory control, and projects, while simultaneously acting as a key partner in building a data-driven performance culture. By leveraging analytics, identifying solutions, and implementing best practices, this role supports the Retail team and US Brand President in achieving business objectives across multiple markets and sales channels. The Senior Manager will transform data into actionable performance plans, strengthen communication across the retail network, and provide essential support and guidance to Corporate Retail Teams and Boutiques.

Position Responsibilities

Retail Operations Management:

• Develop, implement, and maintain comprehensive boutique operating policies and procedure manuals, partnering with Loss Prevention and Finance.
• Manage and actively participate in store openings, closings, relocations, maintenance, and consolidations, including scheduling and action strategies.
• Ensure effective communication of company directives, policies, and procedures as they pertain to in-store boutique operations.
• Support, coordinate, and participate in bi-yearly physical inventory processes.
• Develop and manage client service excellence programs for boutiques.
• Establish and manage relationships with internal and external vendors and service providers.
• Act as the primary point of contact for boutique Managers and Home office support personnel.
• Actively participate in boutique visits and physical inventories.
• Coordinate and facilitate After Sales Service maintenance.
• Conduct intermittent Boutique Internal Control Audits and Boutique Excellence visits.
• Manage the Ops budget, including boutique expenses, incentives, and uniforms.
  
  

Retail Performance & Analytics

• Analyze available data to identify powerful stories, risks, and opportunities within the retail landscape.
• Leverage existing analytics to develop comprehensive performance plans by channel, store, and top accounts, in collaboration with key stakeholders and aligned with brand business goals.
• Drive the execution of these plans with regular reviews (e.g., weekly).
• Analyze and reflect on current trends based on actual sales performance, proactively monitoring performance and exploring topics that can impact the business, resulting in actionable proposals and points of attention.
• Train stakeholders on retail math, KPIs, and the usage of analytics tools to reinforce a data-driven performance culture.
• Provide regular reporting on progress, successes, challenges, and needs to stakeholders and the US Brand President.
• Analyze sell-in/sell-out by channel, region, point of sale, and product category.
• Analyze forecast accuracy and target achievement progress on a regular basis.
• Work with corporate teams (Client, Training, Merchandising, etc.) to make recommendations around actions to improve performance.
• Analyze the new Omni-channel and distance sales approach, with a particular focus on Click-From-Store and Outreach activities.
  
  

Leadership & Communication

• Act as a monthly communication filter to ensure essential information is communicated effectively to the Retail network.
• Coordinate and recommend guidelines and training tools for boutique and regional managers to assist in product selling strategies.
• Responsible for networking and developing operational best practices within the retail network and corporate personnel.
• Perform special projects as designated by Senior Management.
• Create strong relationships with the business to understand their context, drive results, and offer performance coaching where needed.
  
  

Qualifications

• BA degree in Economics, Business Management, Marketing, or a related discipline.
• Minimum of 5-8 years of progressive experience in retail field, retail operations, and/or retail performance, preferably within the luxury industry.
• 1-2 years of inventory management and/or store management experience.
• Proficiency in retail math and Microsoft applications (Word, Excel, PowerPoint) is required.
• Working knowledge of SAP is preferred.
• Comfortable with data, including the ability to find the right data from reporting tools, visualize data, and interpret it into data-driven action plans.
• This is not a technical analytics role requiring specific analytics tool expertise.
• Commitment to exemplifying the highest integrity and professional business standards.
• Ability to adapt to changing priorities and a high level of energy with a "Get it done" sense of urgency.
• Creative and proactive approach to problem-solving and improving tools.
• Strong goal-setting abilities and roadmap development, with a solution-oriented mindset.
• The ability to work effectively as part of a team, but also independently.
• Exceptional analytical skills, including the ability to frame a problem, investigate, make accurate conclusions, and draw recommendations.
• Ability to synthesize complex and large data into simple, powerful stories and communicate them effectively.
• Excellent written and verbal communication skills; Spanish proficiency is a plus.
• Superb organizational skills with particular attention to detail and the ability to handle multiple projects on time-sensitive schedules.
• Ability to interface with all levels of management and associates in a manner that promotes learning and mutual respect.
• Flexibility to adapt to all layers, from boutiques to brand President.
• Periodic overnight/weekend travel to boutiques may be required for inventory, openings/closings, and relocations.
  
  

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $130,000 - $150,000

Salary will be determined based on relevant skills and experience.